PENBROTHERS
About The Role The Customer Success Manager is responsible for ensuring the long-term success and satisfaction of a portfolio of customers post-sale. This role involves demonstrating the value of the client’s solutions, identifying opportunities for expansion, and proactively driving customer retention. The CSM serves as the primary point of contact for customers, providing guidance, strategic recommendations, and support to help them achieve business goals. This position requires strong client-facing skills, the ability to navigate complex internal processes, and a proactive approach to problem-solving. Responsibilities Deliver an exceptional, industry-leading customer experience - Act as the primary liaison between customers and internal teams - Provide product education, training, and best practices - Lead customer onboarding, business reviews, and engagement activities - Proactively identify and address complex issues - Manage and optimize internal processes - Take ownership of escalations - Use Gainsight and Salesforce for record-keeping and opportunity identification - Identify upsell and cross-sell opportunities - Oversee the customer cancellation process and retention strategies - Conduct product demonstrations and provide industry insights Requirements Bachelor’s Degree required - 3-5 years of experience in customer success, account management, or similar customer-facing roles within a SaaS environment - Strong client-facing communication and interpersonal skills - Excellent problem-solving abilities - Effective time management skills - Proficiency in Microsoft Excel, Word, PowerPoint, and Google Suite - Experience with Salesforce and Gainsight preferred - Familiarity with ZenDesk and collaboration software like Confluence is a plus - Proficiency in video conferencing platforms such as Zoom or GoToMeeting - Strong negotiation skills with a proven ability to manage quotas and drive customer growth - Ability to navigate internal processes and work cross-functionally What You’ll Get: - Meaningful work and growth opportunities in a fast-growing environment - Supportive work culture, genuinely invested in employees’ careers and welfare - Opportunity to work remotely with global teams and dynamic companies - Penbrothers has created over 1,400 Filipino jobs powering global startups Our Hiring Process We utilize AI tools to enhance hiring efficiency and ensure a fair evaluation. Consequently, candidates will engage with an AI Interviewer, supervised by Human Talent Acquisition Experts who will support your entire application journey. Our AI Expectations: While we encourage you to use AI for CV refinement and research, we require that all interviews and assessments be completed through your own authentic effort. The use of real-time AI assistance during interviews or to complete skills tests is strictly prohibited to ensure a fair and genuine evaluation of your capabilities. What You’ll Get At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies. · Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience. · Employee as our biggest asset: We are genuinely invested in our people’s career and welfare. · Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home. · Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth. Company profile 4.6 · 68 reviews Business Support Services 101-1,000 employees Penbrothers: Leading provider of high-quality remote staffing solutions in the Philippines. Connecting global companies with exceptional Filipino talent across diverse industries. Equal employment opportunities Community-driven culture Remote work flexibility Career growth & development Security & stability Why Choose Penbrothers: Access to top Filipino talent Cost-effective solutions Improved business agility Enhanced global reach Join our growing team! Explore exciting career opportunities with Penbrothers Perks and benefits Hybrid, Work From Home, or Flexible work arrangeme More about this company
PENBROTHERS
